[25760] in resnet
Help Desk Structure
daemon@ATHENA.MIT.EDU (John Merz)
Wed Jan 12 10:06:09 2011
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Message-ID: <C950DAC8.25230%jmerz@exchange.upenn.edu>
Date: Mon, 10 Jan 2011 15:48:24 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: John Merz <jmerz@EXCHANGE.UPENN.EDU>
To: RESNET-L@listserv.nd.edu
--_000_C950DAC825230jmerzexchangeupennedu_
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Hello Resnetters:
I am hoping to pick your brains about something. Recently, it has been dec=
ided that some of our computer labs/help desks are being restructured. Ins=
tead of having 3 separate locations for one area of our University, it will=
be reduced to 1, big area, to handle lab functions and help desk support.
With that happening, I was hoping some of you could give some ideas of how =
your help desk (satellite help desks, if you will) are structured.
For instance:
Where do you have these locations on your campus?
How large are these locations?
What are contained in these locations (computers for students to use and wo=
rkshop to work on machines, etc.. The general layout)?
How are they staffed? Is there one worker that works there at a time or 2=
or even more?
If they are staffed by students, what are the hours you have them open?
Does you help desk have a drop off service?
What kind of expectations are set for these locations with turn-around time=
with support, etc, etc. ?
Any information you can provide for me would be most helpful.
Thanks in advance!
--
Best,
John Merz
Information Technology Support Specialist For:
Fisher Hassenfeld, Riepe, Ware (The QUAD) Rodin College Houses
College Houses and Academic Services
Stouffer Commons
3702 Spruce Street
Philadelphia, PA 19104
http://www.rescomp.upenn.edu
**Please be advised that if you are seeking help and live in Kings Court En=
glish, Hill, or Harnwell College Houses, that you should contact Jerricka L=
oVerme at: jerricka@upenn.edu**
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<HTML>
<HEAD>
<TITLE>Help Desk Structure</TITLE>
</HEAD>
<BODY>
<FONT FACE=3D"Calibri, Verdana, Helvetica, Arial"><SPAN STYLE=3D'font-size:=
11pt'>Hello Resnetters:<BR>
<BR>
I am hoping to pick your brains about something. Recently, it has bee=
n decided that some of our computer labs/help desks are being restructured.=
Instead of having 3 separate locations for one area of our Universit=
y, it will be reduced to 1, big area, to handle lab functions and help desk=
support. <BR>
<BR>
With that happening, I was hoping some of you could give some ideas of how =
your help desk (satellite help desks, if you will) are structured. <B=
R>
<BR>
For instance:<BR>
<BR>
Where do you have these locations on your campus?<BR>
<BR>
How large are these locations?<BR>
<BR>
What are contained in these locations (computers for students to use and wo=
rkshop to work on machines, etc.. The general layout)?<BR>
<BR>
How are they staffed? Is there one worker that works there at a=
time or 2 or even more?<BR>
<BR>
If they are staffed by students, what are the hours you have them open?<BR>
<BR>
Does you help desk have a drop off service? <BR>
<BR>
What kind of expectations are set for these locations with turn-around time=
with support, etc, etc. ?<BR>
<BR>
Any information you can provide for me would be most helpful. <BR>
<BR>
Thanks in advance!<BR>
-- <BR>
Best, <BR>
<BR>
John Merz<BR>
Information Technology Support Specialist For:<BR>
Fisher Hassenfeld, Riepe, Ware (The QUAD) Rodin College Houses<BR>
College Houses and Academic Services<BR>
Stouffer Commons<BR>
3702 Spruce Street<BR>
Philadelphia, PA 19104<BR>
<a href=3D"http://www.rescomp.upenn.edu">http://www.rescomp.upenn.edu</a><B=
R>
<BR>
<FONT COLOR=3D"#FF0000">**Please be advised that if you are seeking help an=
d live in Kings Court English, Hill, or Harnwell College Houses, that you s=
hould contact Jerricka LoVerme at: <a href=3D"jerricka@upenn.edu**">j=
erricka@upenn.edu**</a><BR>
<I><BR>
</I></FONT><BR>
</SPAN></FONT>
</BODY>
</HTML>
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You are subscribed to the ResNet-L mailing list.
<p>
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